PROFESSIONAL SUMMARY:
- Over 10 years in the technology field with the last 5 being in a leadership role.
- Proven track record in IT/Project management with a strong desire to get the job done.
- Strategic and Tactical planner and ecommerce innovator, focusing in driving technology system services and operation strategies that improved core processes and enhanced user experience.
- Ability to work in a fast paced environment, prioritize business needs, and delegate work to insure timely completion.
- Established organizational infrastructure and revitalized existing operations by implementing robust business practices.
- Enabled revenue growth and cost savings by introducing new business process models.
- Expert and highly skilled in project planning, budgeting, execution, resource utilization, as well as release management.
- Ability to manage multiple projects running simultaneously using different methodologies.
- Work well under stress while maintaining a clear head.
- Liaison between client, company and team within all departments.
TECHNOLOGY SUMMARY:
3RD PARTY HOSTING:
- Azure, Amazon AWS, RDS, EC2, Rackspace, Nimble
NOS:
- Windows 10, Windows 8, Windows 2012, Windows 2008, Windows 2003, Windows 2000, Windows NT, Windows 7, Windows XP, Windows 98, Windows 95, Apple OS
BUSINESS:
- AWS RDS, Microsoft SQL 2008, Microsoft SQL 7, MYSQL, Access, Excel, Word, Power Point, WinZip, Visio, Project, VNC, Windows Servers NT to 2008, Microsoft Exchange 4.0 to 2007, Active Directory, Group Policies, Microsoft SharePoint, Azure AD
NETWORKING:
- Cisco Works, HP Internet Advisor, Ubiguiti, Routers, Fiber, Cabling, Baselines, Network Security, IIS Security, Windows Security
Firewall:
- SonicWall, Fortigate
Software/Tools:
- Kaseya BMS, ConnectWise, VSA, IT Glue, Screenconnect, Datto, UniTrends, Deep Instinct, Monday.com, Duo 2FA, Addigy, Nerdio, Azure, AWS EC2 and Workspaces, BitTitan, Rapid Fire, Viper, Liongard, PRTG, SalesForce, DarkWeb, Inspired eLearning, Cylance, EOS One Office Product vendors: AppRiver, Synnex, Pax8
PROFESSIONAL EXPERIENCE:
MSP (2012-Present)
Technical Account Manager (2023-Present)
- Build and maintain strong relationships with clients, understanding their business goals and technical requirements.
- Serve as the main point of contact for technical inquiries, issues, and escalations, providing prompt and effective resolutions.
- Act as a technical advisor, offering best practices, guidance, and training to clients on product usage and optimization.
- Monitor performance metrics, analyze data, and create reports to showcase the value and impact of the product or service to clients.
- Work closely with internal technical teams to prioritize and advocate for client needs, influencing product development based on client feedback.
Client Relationship Manager
- Established enduring client relationships through personalized solutions and exceptional service.
- Acted as the primary client liaison, promptly addressing inquiries, concerns, and requests.
- Conducted regular satisfaction assessments, gathered feedback, and proactively resolved issues.
- Managed client accounts, collaborated with cross-functional teams, and identified upsell opportunities.
- Provided client education, communicated updates, and prepared performance reports.
MSP Administrator
- Oversaw and maintained the performance of 3i International IT systems.
- Diagnosed and resolved technical issues efficiently.
- Installed and configured hardware and software components.
- Managed user accounts and permissions.
- Created and maintained comprehensive documentation for IT systems and processes.
- Meticulously onboarded new clients into the 3i International IT stack.
- Thoroughly documented new client runbooks in IT Glue.
- Coordinated with vendors and partners to resolve issues and implement new technologies.
Project Manager
- Supported Corporate ERP initiatives utilizing Monday app and Agile methodologies.
- Successfully planned, executed, and completed projects within strict deadlines.
- Mentored and coached teams on Agile/Scrum practices and techniques.
- Delivered written and verbal project communications, including weekly status reports and dashboards.
- Consulted clients on hardware and software recommendations to enhance their business.
- Provided expertise on client relocations, including cabling needs, internet providers, and power requirements.
Network/Systems Administrator II
- Managed Windows Server environments and technologies for 2,000+ remote and onsite users.
- Achieved consistent 98% uptime through vigilant monitoring, routine server audits, and system redundancy implementation.
- Leveraged PowerShell for task automation, enhancing productivity.
- Developed and executed a migration plan from Windows 2012 R2 to Windows 2019, boosting security, scalability, and efficiency.
Director of Services
- Oversaw all aspects of the service team.
- Ensured effective servicing of over 1,500 endpoints (People) through tickets, automation, and industry standards.
- Assumed the role of VCIO during quarterly business reviews for 60+ companies of varying sizes.
- Managed the document output team responsible for copiers across the US.
- Maintained a 90%+ satisfaction score while resolving 100+ tickets daily.
- Played a pivotal role in EOS Executive meetings, charting the course for the next 3-5 years.
- Highly proficient in EOS leadership and participation.
Technical Support Engineer
- Provided IT support for Microsoft’s core business applications and operating systems.
- Supported disaster recovery solutions.
- Addressed network-level technical issues, including WAN and LAN connectivity, routers, firewalls, and security.
- Implemented and supported remote access solutions, including VPN, Terminal Services, and Citrix.
- Reduced email spam by 80% using a real-time block list for incoming emails.
